Global Director Customer Experience eBay Classifieds Group (eCG) is an innovative leader in online
classified classifieds with ten brands that span the globe. C2C
interaction online is deeply influenced by safety, trust and
reputation. eCG is in search of a forward-thinking Global Director
Customer Experience, who can create a step change in furthering
this topic across all brands, while also managing the overall
customer experience.
For whom?• Customer Experience expertise within E-commerce and/or C2C
platforms
• Experience with Trust and Safety
• Ambition to take on a visionary leadership role
• Excellent stakeholder management skills
1 TOP OF MINDS E XECUTIVE SE ARCH & INTERIM
#VACANCY
The Role of Trust
eBay Classifieds’ sites, including Marktplaats and Gumtree, help people find
whatever they are looking for in their local communities – whether that be a job,
an apartment, a concert ticket, or new friends. Every connection made or item
found makes a difference, by creating a world where people share more and
waste less. People visit eBay Classifieds’ sites because they are easy to use, fun,
and built on trust.
But even though the overwhelming majority of transactions is legitimate and
safe, consumers’ awareness of this risk may impair the number of transactions
done and the overall customer experience. Malicious individuals and companies
can take advantage of the inherent assumption of trust that lies behind online
C2C transactions. eBay Classifieds Group is at the forefront within the industry
when it comes to understanding these risks – and the different possibilities
for mitigation tactics. However, strategizing and implementing such tactics
on a global scale is a next step, while also ensuring they make sense for each
individual local brand and the related risk and regulatory landscape. This requires
a new vision and strong action. This next step is crucial to continue to secure,
and grow, trust among consumers.
eCG’s Customer Service / Experience Teams, both centrally and locally, are
deeply passionate about their mandate to provide an excellent customer journey
and continually improve trust and safety on the platforms. They frequently
interact with the customers, while also partnering with local law enforcement
and business partners such as banks to battle the different types of (cyber-)
crime that may be attracted by C2C platforms. The new Global Director Customer
Experience will be surrounded by passionate and knowledgeable colleagues who
will be highly excited to implement new mitigation policies based on a visionary
frontier strategy.
‘Our mission is to provide a buy and sell in five minutes with a smile. This role is all about that smile, and everything that goes into achieving it.’ – Annemarie Buitelaar, CEO Marktplaats
2 TOP OF MINDS E XECUTIVE SE ARCH & INTERIM
Global Director Customer Experience The Global Director Customer Experience will be responsible for the customer
journey with focus on Customer Service and Trust & Safety. This involves
an opportunity for reshaping this part of the organization. The majority
of the existing organization is run from Toronto, except for a number of
European brands with local teams mostly based in Amsterdam. The Global
Director Customer Experience will quickly develop a solid understanding of
the Customer Service operations and will decide to what degree a further
centralized structure makes sense and for which markets. The operations
are already up and running and the Global Director Customer Experience
will ensure their successful continuation as well as improvements where
possible. Topics under Customer Experience include e.g. aligning business
processes and policies for ad moderation and flagged replies; working with
outsourcing partners to optimize effectiveness of service delivery; and
improving operational teams and culture while communicating complex ideas
to management and driving internal alignment.
The Trust and Safety component of this role has not yet been a centrally
managed strategic theme. The Global Director Customer Experience has
the opportunity to explore its frontiers and lead the way, for the organization
and even for the industry. It should be noted that this is an inherently
dynamic topic, because as mitigation strategies improve, (cyber-)crime also
professionalizes. The Global Director Customer Experience will define and
execute a Trust and Safety strategy for the group.
#VACANCY
3 TOP OF MINDS E XECUTIVE SE ARCH & INTERIM
This includes components such as identifying and quantifying
required investments to improve eCG’s Trust and Safety maturity
(both from a customer facing and a supporting tech perspective);
driving usage of fraud detection technology; and balancing
internal operational realities with external policy pressures.
Savvy Generalist with a visionThese responsibilities require the focus of a customer
experience and safety generalist, who has the ability to think
conceptually and bring vision. eCG already has solid data and
a good understanding of the crucial topics, but it will be up to
the Global Director Customer Experience to design the Group’s
strategy based on these insights. In order to do this well, the ideal
candidate should have strong analytical problem-solving skills
and experience in a strategic leadership position in a top tech
company.
The Global Director Customer Experience will work together with
the central Product & Tech, Communications, Legal and Marketing
teams as well as with local teams. He or she reports to the CEO of
eCG Benelux (with Dutch and Belgian platforms Marktplaats and
2dehands). Since this role operates from a classic matrix position,
it requires excellent stakeholder management skills and a track
record in creating customer impact from a central perspective
in an international matrix organization. The Global Director
Customer Experience must be a leader who is able to collaborate
with senior and mid-level teams and demonstrate strong change
management skills.
4 TOP OF MINDS E XECUTIVE SE ARCH & INTERIM
Marlies Hoogvliet [email protected]
eBay works with Top of Minds to fill this vacancy. Contact Marlies Hoogvliet for more information.
Interested?